1. General Terms

1.1. These Terms & Conditions (T&C) govern the services provided by WIRED (“Service Provider”) to residential clients (“Customer”) under the Residential Support Plan (“Plan”).

1.2. By subscribing to the Plan, the Customer agrees to adhere to these T&C and acknowledges that the Service Provider reserves the right to modify the terms with prior written notice.

1.3. The Plan is available in different tiers: Essential, Premium, and Platinum. The level of service provided corresponds to the specific tier selected by the Customer.

2. Subscription Duration and Early Termination

2.1. The minimum subscription period for all tiers is 12 months. This ensures that the Customer receives the full benefits of the Plan and ensures fair use of the benefits provided under this agreement.

2.2. Customers may choose to pay monthly or annually. If the Customer selects the annual payment option, a discount is applied as an incentive.

2.3. Early Termination Policy:

• If the Customer chooses to cancel the Plan before the end of the 12-month period, they will be subject to an early termination fee equivalent to the total amount of discounts received during the subscription period, plus a 15% administrative fee.

• If the Customer has received any emergency on-site visits or other time-bound services before termination, these services will be charged at standard rates.

3. Service Inclusions

3.1. The Plan includes various levels of remote support, on-site visits, and system health monitoring based on the selected tier (Essential, Premium, or Platinum). The detailed inclusions for each tier are provided in the subscription agreement.

3.2. Remote Support: Remote troubleshooting and support are included during the support hours specified in the subscription plan.

3.3. On-Site Visits:

• Each Plan includes a specified number of on-site maintenance visits (e.g., one annual visit for Essential Tier, two for Premium Tier, three for Platinum Tier). Any additional visits requested by the Customer will be subject to additional charges unless otherwise specified.

• On-site visits are scheduled based on availability and must be booked at least 48 hours in advance for non-emergency visits.

3.4. Emergency Services: Emergency on-site visits are included for Platinum customers, and additional charges may apply for Essential and Premium customers depending on the nature of the request.

4. Service Limitations

4.1. Non-Covered Services: The following are not covered under any tier of the Plan:

• Support for systems not installed by WIRED, unless otherwise agreed upon and included in a custom support package.

• Repairs or services required due to misuse, neglect, or unauthorized modifications made to the installed systems.

4.2. Customer Obligations: Customers are responsible for ensuring that their home network and systems are used in a manner consistent with the manufacturer’s instructions. WIRED is not responsible for issues arising from customer mismanagement or third-party tampering with the system.

5. Fair Usage Policy

5.1. To maintain the quality of service for all customers, the Service Provider enforces a Fair Usage Policy. Abuse of the support services (e.g., excessive or unwarranted support requests beyond normal usage) may result in service limitations or additional charges.

5.2. Customers are entitled to the following support limits under the Plan:

• Remote Support: Remote support requests are unlimited during regular service hours, provided they are reasonable in scope and frequency.

• On-Site Visits: On-site visits are limited to the number stated in the subscription plan. Additional visits outside of this will be chargeable at the standard rate unless otherwise agreed.

6. Payment Terms

6.1. Payments are due monthly or annually, based on the subscription plan chosen by the Customer.

6.2. Failure to make timely payments will result in suspension of services until the account is brought current. The Service Provider reserves the right to terminate the Plan if payments remain outstanding for more than 30 days.

6.3. Annual prepayment discounts are non-refundable in the event of early termination.

7. Discounts and Offers

7.1. Any discounts or promotional offers provided to Customers, such as annual payment discounts, are only valid if the full 12-month period is completed. Customers who cancel early (as per section 2.3) will be required to repay the amount of any discounts received.

7.2. Discounts and offers cannot be stacked unless explicitly stated. Only one discount can be applied at any given time, including referral bonuses or promotional offers.

8. Renewal and Changes

8.1. The Plan will automatically renew at the end of the 12-month period unless the Customer provides written notice of cancellation at least 30 days prior to the renewal date.

8.2. Customers may upgrade their Plan tier at any time, with any difference in fees pro-rated for the remainder of the subscription period. Downgrading is only permitted at the end of the subscription term.

9. Cancellation and Refund Policy

9.1. The Customer may cancel the Plan at any time with written notice. However, the Customer will be liable for the early termination fees as specified in section 2.3 if the cancellation occurs before the end of the 12-month period.

9.2. Refunds are not available for partial months or unused services.

10. Service Modifications

10.1. WIRED reserves the right to modify the services included in each tier or the pricing of the Plan, provided that Customers are given at least 30 days’ notice of any significant changes.

11. Liability and Warranty

11.1. WIRED is not liable for any indirect, incidental, or consequential damages resulting from the use of the systems or services covered under this Plan.

11.2. The Service Provider’s liability in any case is limited to the value of the services provided in the current subscription year.

12. Governing Law

12.1. This agreement shall be governed by and construed in accordance with the laws of Portugal.

By subscribing to the WIRED+ Residential Support Plan, the Customer acknowledges and agrees to the terms set forth in this document. Any questions or concerns about these terms should be directed to the Service Provider before subscribing.

‍